Total Drive Software Ltd is seeking a Customer Support Representative to join its dynamic team. This remote role is ideal for individuals with strong English proficiency, excellent communication skills, and professional phone etiquette. The position requires experience in data entry and analysis, ensuring accurate record-keeping and customer insights.
As a key point of contact for customers, the role involves providing exceptional support, resolving inquiries efficiently, and maintaining a high standard of service. Candidates should be detail-oriented, proactive, and capable of managing customer interactions effectively.
Join Total Drive Software Ltd and contribute to a customer-focused, innovative environment within a leading software company. Apply now to be part of a team that values efficiency, accuracy, and outstanding customer service.
About Total Drive Software
Total Drive Software Limited provides a comprehensive diary management and student tracking solution designed for driving instructors. The platform enables users to efficiently manage schedules, students, and lessons, while also facilitating payment processing and progress tracking both online and offline.
With customizable features, instructors can tailor the platform to their specific needs and take advantage of the lesson gap feature for better time management. The system also allows for seamless integration of additional instructors, enabling easy student allocation and performance tracking.
Total Drive Software Limited offers detailed analytics on pass rates, cancellations, and student progress, ensuring instructors have valuable insights to enhance their training efficiency.
Position: Customer Support Representative
Salary: £27,000 to £29,000 per annum
Job Type: Full Time
Location: Remote
About the Role
Application process: Please provide your CV and covering message as to why you feel you would be ideally suited to this role.
Total Drive is an evolving business supporting Driving Instructors with their Diary Management and business needs including Lesson Planning and Reminders, Pupil Progress and Reflective Logs, Online Payments, Theory Suite Support, 3D Visual Learning Aids amongst other features which automate and reduce the admin work load on an instructors day to day running of their business. This requires an agile and responsive support function able to manage a variation of customer requirements. As we develop the range of services delivered and expand our customer base, the support team need to ensure we deliver these services within SLA and to a very high standard.
Team members are responsible for ensuring all customer defined requirements are delivered ensuring operational and customer service excellences are met at all times.
To oversee a growing portfolio of Approved Driving Instructors and Potential Driving Instructors and Driving School / Franchise accounts ensuring these are administered and managed effectively and in line with agreed SLA’s. In addition to ensure all customer interaction is to a high standard and provides the experience expected.
Key responsibilities
- Efficient and accurate entry of driving instructors trainee license numbers and expiry date.
- Support Desk tickets assisting with general enquiries and support requests.
- Check failed subscriptions and contact clients where failures are unable to be resolved manually.
- Check SMS system for client support queries and assistance.
- Test app builds when new build is released testing as both instructor and pupil.
- Deal with Online Payment queries
- Deal with Online payment Set up queries
- Responsible for dealing with general customer enquiries in an efficient and timely manner via telephone and email, ensuring a satisfactory outcome is reached or escalating where necessary.
- Be the point of contact for our customers and develop and maintain excellent relationships with our clients
- To be the first point of contact for a portfolio of customers ensuring that the administration processes on each of the accounts is completed to a high standard and is within SLAs
- Contact with key customers externally in order to enhance the customer experience.
- Escalate any issues with the system or glitches that are found or reported.
- Test issues to emulate the problem that client report in order to escalate for a fix.
Requirements
- Proficient in English with strong communication skills and phone etiquette
- Experience in data entry and analysis
- Ability to effectively handle customer inquiries and provide exceptional support in the IT/software sector
- Proven experience in inbound Telephone IT support
- Strong analytical skills to understand client needs and recommend suitable IT solutions
- Ability to work independently
- Proficiency in using CRM software and other support tools
- Knowledge of IT products and services is essential to this role. Specifically an understanding of Web sites, the internet and Smartphone Apps
Working Hours:
Monday to Friday 09:00 – 17:00 with a 30 minute unpaid lunchbreak
Weekend cover: 2.5 hours over the weekend to check and reply to emails.
Required Documents
- CV/Resume
- Cover Letter
Application Process
To apply for this role, please visit HERE
Application Deadline
April 18, 2025